Customer experience resources and guides

We’ve got everything you’ll need to improve the customer experience - whether you’re a pro or just getting started.

Your ultimate guide to Net Promoter Score

Learn what NPS is, how to calculate it, and how to use it to level up the customer experience by using it to inform business decisions.
Read now!
Woman speaking into mic at computer
Design

Podcast: Creating a better CX Community

Starting a community doesn’t need to be complicated, but how do you get started?
Natalie Craig
11 Jan 2022
•
5 min read
Customer experience
Customer feedback
Frontline
Customer experience

Making waves: Elevating customer experience for pool & hot tub service companies

Improve customer experience for pool and hot tub service companies with AI-driven insights, NPS feedback, and multi-location CX best practices.
Customer experience

Best patient engagement software: Top platforms in 2026

Discover the best patient engagement software platforms to automate workflows, boost patient satisfaction, and streamline healthcare communication.
Customer experience

2026 state of customer experience in automotive services

See how automotive service leaders turn customer feedback into trust, loyalty, and growth. Learn CX strategies, fast follow-up tactics, and ways to empower teams while improving online reputation.
Customer experience

Customer satisfaction survey software: Top tools & benefits

Discover the best customer satisfaction survey software to collect feedback, boost retention, and improve CX.
Customer experience

The 2026 CX Playbook: Trends, tools, and tactics every service brand needs to know

Discover the key CX trends, tools, and frontline tactics service brands need in 2026. Learn how AI, real-time feedback, and employee experience drive loyalty.
Customer experience

2026 state of customer experience in software & SaaS

Discover how leading SaaS companies use real-time customer feedback to improve products, empower teams, and drive retention in 2026.
Customer experience

Reputation management software: Top tools & benefits for businesses

Discover the best reputation management software for businesses. Compare features, pricing, and benefits to boost your online reputation and customer trust.
Customer experience

2026 state of customer experience in financial services

Discover how banks, insurers, and fintechs collect feedback, measure CX, and turn insights into action. Insights from 100+ leaders and a Lendmark case study.
Customer experience

Medallia alternatives: Platforms for better customer experience

Discover the best Medallia alternatives for customer feedback, analytics, and CX. Compare features, pricing, and use cases to find your ideal solution.
Customer experience

What great CX leaders do differently

Great CX leaders focus on people, daily feedback, empowerment, and proactive action. Learn how they blend strategy, empathy & smart tools like AskNicely.
Customer experience

2026 state of customer experience in fitness, health & wellness

Discover how gyms, wellness brands, and health centres are listening to members, turning feedback into action, and delivering transformative experiences that drive loyalty, retention, and growth.
Customer experience

The link between employee well-being and patient satisfaction

Discover how employee wellbeing directly impacts patient satisfaction and how feedback-driven cultures improve care, retention, and growth in healthcare.
Customer experience

Qualtrics alternatives for customer experience management

Explore top Qualtrics alternatives for customer experience management. Discover user-friendly platforms to collect feedback, boost retention, and empower your teams.
Customer experience

2026 state of customer experience in healthcare

Explore the 2026 state of healthcare customer experience and how providers can use patient feedback to improve satisfaction, loyalty, and outcomes.
Customer experience

Top 4 Podium alternatives in 2026

Compare the top Podium alternatives for 2026 — AskNicely, Intercom, SOCi, and Reputation — to find the right platform for your business.
Customer experience

2026 state of customer experience in home services

Discover key insights from 3,000+ leaders on how home services brands can elevate CX through faster feedback, empowered teams, and real-time systems.
Customer experience

Patient journey mapping: Steps, examples and best practices

Explore patient journey mapping stages, templates, and strategies to turn insights into measurable improvements in healthcare.
Customer experience

NPS in healthcare: How to measure and improve

Learn how to measure NPS in healthcare, interpret benchmarks, and take action on feedback to boost satisfaction and referrals.
Customer feedback

Turning customer feedback into action: 5 strategies for success

You can gather all the customer feedback in the world, but if you don’t have clear strategies to actually act on that feedback, you may as well not be collecting it at all.
Customer feedback

8 Savvy Strategies to Skyrocket Your Survey Response Rates

The most successful service brands are fuelled with real-time customer insights that are used to create experiences that hit the mark, every time. However, these brands don’t just have customer insights knocking at their doors by coincidence.
Customer feedback

How to ask for customer feedback: Best practices & tips

Learn effective strategies to gather customer feedback, including top channels, question types, and tips to boost response rates.
Customer feedback

The Dos and Don'ts of Responding to Customer Feedback

So you’re collecting customer feedback? Nice work! Now that you have this treasure trove of insights, it's time to put it to good use. But before you jump to anything, it's essential to understand that how you respond to feedback is just as important as the feedback itself.
Customer feedback

How Often Should I Be Surveying Customers?

Most of us know that collecting customer feedback is an absolute must for businesses looking to improve their products, services, and overall customer experience (every business). But one common question that often arises is, "How often should I be collecting customer feedback?"
Customer feedback

10 Common Mistakes To Avoid When Seeking Customer Feedback

Many service brands fall into the trap of thinking that because they’re collecting customer feedback, they are doing something to improve their customer experience. But merely collecting feedback doesn’t create positive change, it’s what you do with the feedback that counts.
Customer feedback

5 Things You Should Be Doing with Negative Customer Feedback

Negative feedback should be viewed in a positive light. Despite what the name may suggest, negative feedback is actually a good thing, if (and this is a BIG IF) you use it to your advantage.
Customer feedback

Looking for a Customer Feedback Tool? Here's 5 Must-Have Capabilities

So you’re on the hunt for a customer feedback tool? Congrats! You’re one step closer to delivering consistently awesome customer experiences.
Customer feedback

A 3 Step Approach to Boosting Referrals

You can shout from the rooftops about how incredible your brand is, but there’s nothing like someone else singing your praises to build trust and new business with prospective customers.
Customer feedback

8 Customer Survey Red Flags

From questionable send-out times to a lack of accessibility, there are several red flags that could indicate that your customer survey is not as effective as it could be.
Customer feedback

When the Customer's Wrong. Protecting Your Team from the Worst Customer Feedback

Amid rising customer hostility, a question mark on the age-old saying “The customer is always right” is beginning to appear. Unfortunately, frontline staff have always faced the brunt of a customer's frustrations, and tensions have been high the last few years.
Customer feedback

What To Do With Customer Feedback Once You Have It

Collecting customer feedback without acting on it is like collecting bank cheques and not cashing them in – you’re not really gaining anything. So what actions should you take to drive the most significant improvements to your customer experience? There are four, must-do steps.
Customer feedback

Tracking Real-Time Trends in Your Customer Feedback is a Game Changer

From identifying key areas of improvement, uncovering blind spots and gaining a deeper understanding of your customers than ever before, here’s why tracking real-time trends in your customer feedback is an absolute game-changer, and how you can go about doing it.
Customer feedback

Best time to send NPS surveys: 2026 tips & best practices

Discover the best time to send NPS surveys, improve response rates, and get actionable customer feedback. Get general and industry-specific tips.
Customer feedback

How to get more customer reviews: 15 expert tips

Boost your reviews with proven strategies. Learn how to request, manage, and respond to reviews effectively for better customer trust and business growth.
Customer feedback

Why Collecting Customer Feedback Isn’t Enough

Beyond following up and talking to customers, utilizing feedback to coach your frontline teams and guide your wider business strategy is what will set you apart from your competition.
Customer feedback

CSAT vs NPS: Which CX metric to use

CSAT and NPS are two of the most popular metrics for measuring customer experience, so which should you use?
Customer feedback

Customer feedback loop: Definition, examples & how AI helps

Learn how AI-powered customer feedback loops help businesses collect, analyze, and act on feedback faster—plus real-world examples & best practices.
Frontline

Why 2026 will be the year of frontline empowerment, and how to prepare

Listening to customers isn’t enough anymore. Learn why frontline empowerment is the next stage of CX maturity and how service teams can turn feedback into action.
Frontline

7 updates to make to your online business presence to prepare for the holiday season

Here are seven updates you can make online ahead of the holidays to help make the season easier on your frontline.
Frontline

5 ways to be a better frontline manager

As frontline managers, the success of your team and the satisfaction of your customers lie in your hands – your role is pivotal in empowering your frontline staff to deliver consistently exceptional service to your customers. No pressure! But fear not...
Frontline

How to kick start the year with genuine frontline motivation

As we step into a new year, the key to unlocking unparalleled customer experience success lies in cultivating genuine frontline motivation within your teams.
Frontline

How to equip and empower frontline teams during the holiday season

The holiday season is not only a time of joy, celebration and dressing your pets up in Santa outfits, but also a period that brings unique challenges, especially for businesses with frontline teams.
Frontline

8 Things Your Frontline Employees Want

Understanding and addressing the needs of frontline employees are foundational steps in creating a workplace culture where both employees and customers flourish.
Frontline

The Best Customer Service Quotes to Motivate Your Team

Ah, the enchanting realm of customer service – a place where every interaction is an opportunity to create magic and forge lasting connections. But let's be real, even the most passionate customer service wizards can find themselves facing the occasional challenge
Frontline

Meet Frontline Employees Where They Are: On Mobile

Back in the day, when mobile phones weren’t a thing (wrack that brain), software and technology to improve work was generally reserved for employees who worked at a desk. The clunky old box that was the computer would send and receive emails, streamline workflows and make the work of many employees far more efficient. Then came the mobile.
Frontline

8 ways to get your frontline teams delivering more awesome experiences

Customer experience is everything. And for that you depend on your frontline teams. But how do you actually go about motivating and empowering the very people delivering those experiences?
Frontline

3 Ways to Retain an Awesome Frontline Team

In a landscape where frontline employees generally feel overworked, underpaid, and underappreciated, how do you attract and most importantly keep a highly engaged team who can consistently deliver on your service promise? Start with the following three steps.
Frontline

Fresh Ideas to Coach & Recognize Your Frontline Teams

To kick off 2023, we surveyed our customers across various service industries, as well as customer experience experts in our community to report on their biggest customer experience learnings of the previous year and their plans for the year ahead.
Frontline

Coaching for Small Improvements - A Guide

The ultimate goal of customer satisfaction is large-scale: it can't be achieved in one go. To get there, your frontline teams must be coached on small, daily habits that are consistently applied.
Frontline

Tech Adoption: How to Manage a Rollout with Customer Facing Teams

Introducing awesome new technology to a service brand without a successful rollout plan is like gifting a brand new Ferrari to a friend who doesn’t know how to drive. Like a flashy car and a clueless driver, technology in the workplace is only as good as the employee’s ability to understand and use it.
Frontline

The Cost of Not Upgrading the Frontline Experience

What happens if you don’t give the frontline the tools and technology they need to succeed in their work?
Frontline

Building Strong & Lasting Customer Relationships with Wendy Miller

Frontline

Fixing Frontline Work with Aaron Ward

Aaron Ward, CEO of AskNicely, kicked off the Global Frontline Experience Summit by addressing the elephant in the room: “we need to talk about fixing frontline work”.
Frontline

5 Ways to Improve Frontline Team Experience

The frontline worker is the key to winning here - they bring the magic that determines whether a customer's experience is awesome or awful. So, how do we improve the experience of the frontline worker, and ensure they are equipped with the knowledge, tools and support they need to deliver on your service promise, every time?
Frontline

Debunking the Myths of Frontline Work

Since COVD-19, our perceptions of frontline workers have dramatically shifted. Most of us have a newfound appreciation for supermarket workers, hospitality staff, bus drivers, sanitation workers and all of the other incredible people who serve us every day.
Blog

Resource library

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Design
8 min read

Podcast: Creating a better CX Community

Starting a community doesn’t need to be complicated, but how do you get started?
Read post
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Design
Product
Software Engineering
Customer Success
Office setting
Design
8 min read

UX review presentations

How do you create compelling presentations that wow your colleagues and impress your managers?
Read post
Man working at desk
Product
8 min read

Migrating to Linear 101

Linear helps streamline software projects, sprints, tasks, and bug tracking. Here’s how to get started.
Read post
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Software Engineering
8 min read

Building your API Stack

The rise of RESTful APIs has been met by a rise in tools for creating, testing, and managing them.
Read post
Mountains
Product
8 min read

PM mental models

Mental models are simple expressions of complex processes or relationships.
Read post
Meeting
Design
8 min read

What is Wireframing?

Introduction to Wireframing and its Principles. Learn from the best in the industry.
Read post
Meeting
Software Engineering
8 min read

Our top 10 Javascript frameworks to use

JavaScript frameworks make development easy with extensive features and functionalities.
Read post

We like to see results, too.

Learn how AskNicely has helped these companies transform the customer experience.
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"With AskNicely, we've transformed detractors into promoters, increased organizational visibility, and significantly boosted customer satisfaction. Our customer relationships have never been stronger."

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"By and large we have seen the scores get better because we've been able to use the feedback to do focus trainings."

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We like to see results, too.

Learn how AskNicely has helped these companies transform the customer experience.
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Ready for a change?

Using a customer experience management platform like AskNicely can help your business see an increase in NPS, positive reviews, and customer retention. 

Customer experience management is the process of collecting feedback, sharing it with your team, identifying areas for improvement, and implementing changes to create a five-star customer experience.

If you want results like this for your business, explore the resources hub more or book a demo today.
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